AI in Claims: Efficiency Miracle or Trust Killer?

Claims are emerging as one of insurance's most underutilised strategic assets. AI promises to transform them into a powerful engine for customer loyalty and competitive differentiation. But as investment accelerates, so do the questions: can insurers capture the efficiency gains without sacrificing the trust that exceptional claims handling is built on? AI is reshaping claims handling at speed, but the gap between its promise and its practical reality is where the most important conversations are happening. This panel brings together three perspectives that rarely share the same stage: a cybersecurity and compliance voice confronting the governance obstacles that slow adoption, a claims leader who understands that treating claims as an underutilised strategic asset is ultimately a matter of fulfilling the carrier's core mission to its policyholders, and a technology provider navigating the tension between both. Expect a frank, practitioner-led debate on what it actually takes to deploy AI in claims responsibly and what's still standing in the way.